There’s a great deal of excitement around new digital tools and technologies. Yet, some subject matter experts argue that it’s strategy which has more to do with driving digital business success – than technology alone. In this one day course, participants will learn about the key building blocks of digital business; including but not limited to, customer focus and journey mapping, business process, RPA, analytics and big data, cognitive computing, and design thinking. The characteristics of a digital ecosystem business will be explored as well as the importance of interoperability and the role of leadership in driving digital business. Investing in digital business talent and assessing digital skills and potential skills gaps will also be explored.

Success with digital requires adopting agile principles and an enduring focus on improving customer experience with a business process based view and applying enabling information technology. Measuring what matters to customers and challenging the current operating model of the business are two additional areas where leaders will need to focus. A culture where it is easier for employees to serve customers and where management adopts an end to end business process based view are other important characteristics of digitally mature organizations.

Course Outline:

What is digital business - an overview of concepts and principles

The case for digital business

Digital business and CEM and IT

Tools and techniques:

Customer Journey Mapping

Robotic Process Automation (RPA)

Analytics and big data

AI and Cognitive computing

The central role of BPM

Design thinking

Customer centric business process design

Skills needed and gaps

Using analysis and design to create more value for customers and the organization

Accountability for digital business and the importance of talent

Summary

Unique Value of Course:

Learn best practices in digital business. Gain a thorough understanding of customer journey mapping. Understand how to lead customer experience driven digital business efforts. Learn a structured approach to understanding, analyzing and designing processes to improve performance with digital tools.

Objectives:

Understand the key components of digital business. Be able to describe the benefit of customer journey mapping in driving digital business. Be able to identify the major pitfalls in executing digital business. Be able to articulate the role of analytics and big data in a digital business effort. Understand the central role of leadership, talent and culture in digital business success. Be able to assess skills needed for success with digital business.